Useful information

Choose topic:

How to make a booking
Using our website, payments

Financial Protections Schemes
ATOL and ABTA

Travelling abroad
passport, visa, requirements...

Products on our site
More information

Special booking requests

Customer Service and FAQ
Frequently Asked Questions 

Holidays after Brexit

How to make a booking

with lastminute.com

Booking on the website

Booking with lastminute.com is both simple and secure.

The more information you give us about your travel plans, the more accurate our search results will be, including our prices.

When you select a product that you’re interested in on our website, you’ll be provided with further details about it, including the total price, so that you can check that all the information is correct and matches your expectations.

Once you have decided that you’d like to book a particular product, click on the ‘Book now’ or ‘Buy’ button. In order to do this, you’ll need to confirm that you have read and accepted our Booking Terms and Conditions. Your acceptance is given on behalf of all the people who are included in your booking.

We’ll send you a confirmation email when we receive your booking.


Payment

The payment methods we accept will be indicated when you make your booking.

If you make a booking on our site, your card will automatically be charged for either the total value of the product, or the deposit, if it was available for your booking and you accepted this payment option.

If you book over the phone, the amount you will be charged will be communicated to you by one of our customer service agents. They will then proceed to charge this amount to your chosen payment method, when you confirm that you wish to make the booking.

Protecting our customers against fraud is our priority. If you receive an acknowledgement that your booking has either: (i) been flagged for fraud; or (ii) failed following a fraud screening, your booking has not been confirmed and your payment has not been processed. We may get in touch to ask you to confirm the details of your booking, but it is your responsibility to contact us to resolve the issue, otherwise your booking may not be processed.


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Financial Protections Schemes

ATOL and ABTA

Many holidays and travel services booked with lastminute.com in the UK are financially protected by ATOL or ABTA. If the product you have booked is protected by ATOL or ABTA, then you wouldn’t be left out of pocket if we unfortunately went out of business.

However, please be aware that ATOL/ABTA protection does not apply to all holiday and travel services - you’ll be able to find more information about what products are included in the schemes below.


ATOL

What is the ATOL scheme?

The ATOL scheme is a UK scheme operated by the Civil Aviation Authority (CAA) which provides financial protection when you book certain flight-based holiday products should the travel company with whom you booked go out of business.

 

Is my booking ATOL protected?

Your booking is protected under the ATOL scheme when it includes flights and accommodation booked together as a flight + hotel package (i.e. a city break or a holiday). Additionally, flight and car rental bookings are also covered, when both of these products are booked in the same transaction. Please see our flight booking terms and conditions for more information.

When you make an ATOL-protected booking with us, we will email you your ATOL certificate along with your booking confirmation. This lists what products and services in the booking are financially protected, where you can find further information, and who to contact in case you need assistance. 

If you do not receive an ATOL Certificate then your booking is not ATOL protected. If you do receive an ATOL Certificate, but not all of the products you have booked in the transaction are listed on it, then the missing products are not ATOL protected.

You can find further information in our Booking Terms and Conditions, and find out more about ATOL certificates at atol.org.uk/ATOLcertificate or packpieceofmind.co.uk.

BravoNext SA (part of lastminute.com group) is registered under the ATOL number 11082 in the UK.


ABTA

What is the ABTA?

While the ATOL scheme provides financial protection for flight-based holiday packages, ABTA covers packages which include coach, rail or boat-based travel (including cruises).

 

Is my booking ABTA protected?

In terms of products you can book on our site, ABTA financial protection applies to train + hotel city break packages - i.e. a city break deal which comprises of Eurostar tickets and accommodation. You can find more information in our City Break/Flight + Hotel Booking Terms and Conditions.

Additionally, Bravonext, S.A.’s ABTA membership (number Y6407), means that we comply with ABTA’s Code of Conduct and, in the unfortunate case that you feel like you need to make a complaint, we will handle it using ABTA's approved alternative dispute resolution (ADR) scheme. If we can’t resolve the issue ourselves, you can also follow the complaints procedure on www.abta.com.


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Travelling abroad

Passport, visa and other requirements

It is your responsibility to ensure that you meet the passport, visa and health requirements of the countries you are travelling to (including countries travelled through for stop-over purposes only).

We will not be liable if you or any person on your booking is denied boarding, deported or charged a fine due to non-compliance with rules and regulations set out by the transport provider (airline, train operator etc) or the governments of any countries you travel to, from or within during your trip.

 

Validity of passport

We recommend that you visit the UK Passport Agency’s website  (if you do not hold a UK passport, please refer to the similar government agency website for the country your passport has been issued by). We also recommend that you visit the embassy website of all destination countries that you will visit (including countries travelled through for stop-over purposes).

Many countries have rules about the validity of passports (for example, your passport may need to be valid for a minimum period of six months from the date you arrive into the country). Many countries also have rules regarding documentation for children (i.e. the name on the child’s passport must exactly match the name on the child’s travel documentation).

 

Visa regulations

The embassy of the country which you are visiting (including the embassies of countries which you will travel through for stop-over purposes) can provide you with information about visa requirements. Visa regulations can change and you should therefore check with all relevant embassies well in advance of travel, even if you have travelled to a destination before.

 

Travel health

Hygiene, disease and safety risks vary worldwide, and each country has its own requirements regarding vaccinations, which can also vary depending on your nationality. You should check the health advice for any countries you plan to visit on your trip prior to departure. We would recommend checking this as soon as is possible - in case you need to schedule any vaccinations before your trip - and check again closer to departure, in case any advice changes. The Department of Health, your GP or a specialist travel clinic, as well as the Foreign & Commonwealth Office, can provide you with health advice about your destination.

 

Foreign Office advice

The travel advice site of the UK Foreign & Commonwealth Office provides useful country-by-country information. We would recommend that you check this while planning your trip, to ensure that you travel with complete peace of mind.

 

Travel while pregnant, or with children

Some airlines refuse to carry women who will be a certain number of weeks’ pregnant on the date of return travel. Likewise Eurostar and some airlines have specific rules about travel with infants and children. Please check the website of your airline or Eurostar prior to departure if you are pregnant or are travelling with children.

 

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Products on our site

More information

A selection of product-specific FAQs follow. You’ll also be able to find further information in the Booking Terms and Conditions relating to your chosen product type, which you can find on the main website.

Hotels

Breakfast

If you are unsure whether breakfast is included in the price of the Hotel, please check the ‘Is breakfast included in the hotel price’  FAQ.

 

Theatre / Entertainment products

Conditions of admission

a)    The management of any venue reserves the right to:

i.    in reasonable circumstances, refuse ticket holders admission to the venue including for health and safety, licensing reasons or where a ticket is void; or

ii.    on reasonable grounds, request that ticket holders leave the venue at any point and may take any appropriate action to enforce this right. Examples of situations where the management of the venue have reasonable grounds to request ticket holders to leave are behaving in a manner which, in the reasonable opinion of the venue has, or is likely to affect the enjoyment of other visitors; using threatening, abusive or insulting words or behaviour; acting under the influence of alcohol or drugs; or failing, when required, to produce proof of identity or age.

b)    No refunds will be given to ticket holders who are refused entry or ejected due to their own behaviour. Any person seeking to gain entry to an event after being refused entry may be considered to be a trespasser and may be ejected and/or liable to legal action.

Restrictions and prohibitions

We have been advised to inform you that the following restrictions may apply to your booking. It is your responsibility to check with the venue you are attending for any further restrictions:

a)    the use of equipment for recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data inside any venue is strictly forbidden. Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed, and the venue will not be liable for any loss, theft or damage to confiscated items;

b)    by attending an event or performance, ticket holders consent to filming and sound recording of themselves as members of the audience, without payment;

c)    ticket holders shall not bring into the venue or display or distribute (whether for free or not) at the event or performance any sponsorship, promotional or marketing materials;

d)    mobile phones and messaging equipment must be switched off during the event or performance;

e)    alcohol may only be consumed in public bars and other authorised areas. Smoking is not permitted unless within a designated smoking area (if any);

f)    the following are not permitted within any venue: animals (with the exception of guide dogs); laser pens; your own food and drink (unless permitted by the venue); bottles, cans or glass containers (unless permitted by the venue); any item which may be interpreted as a potential weapon including sharp or pointed objects (e.g. knives); and illegal substances;

g)    the management of the venue reserves the right to conduct security searches from time to time and confiscate any item which, in the management’s reasonable opinion, may cause danger or disruption to other members of the audience or the event or performance, or is one of the items not permitted in the venue as listed above;

h)    every effort shall be made to admit latecomers at a suitable break in the event or performance, which may be the interval, but late admission cannot be guaranteed;

i)    ticket holders may only leave and re-enter the venue during an event or performance at the discretion of the management of the venue. Otherwise, there will be no re-admission or pass-outs of any kind.

 

Flight

Check-in

a)    The recommended minimum check-in time for international flights is 120 minutes prior to departure and for domestic flights, 90 minutes before departure. Flights must be used in the order set out in your itinerary - eg a failure to use the outbound flight or first stage of a journey could invalidate the rest of the ticket.  We strongly recommend (particularly if you are flying economy class), that you check in early if you have particular seat requests. We have no control over the allocation of seats, even if pre-booked with the airline, and can make no guarantee that specific seats will be available on departure.

b)    Please note that your confirmation email is not your e-ticket. For some low cost airline bookings, your e-ticket may be attached to your confirmation email. Otherwise, your e-ticket will be sent to you in a separate email, to the email address that you provided when you made your booking.  

c)    In order to check-in using an e-ticket, at the airport you must go to the check-in desk of the relevant airline within the applicable timeframe (as set out in your e-ticket or on the airline’s website) and show a valid travel document (for instance, a passport or an identity card) in order to obtain your boarding pass.  

d)    However, in most cases, we would recommend that you check-in online in advance, if you can. This means that you’ll have all of the relevant Flight information and documentation before arriving at the airport (for instance, your terminal, seat and meal information).

e)    Please note that for some airlines, online check-in is mandatory and/or you may incur additional charges if you check-in at the airport instead. Please check your airline’s website to find out more about their check-in/e-ticket policy as early as possible prior to your departure.  

f)    Some airlines require you to reconfirm your return Flight booking at least 72 hours before travel. Failure to reconfirm your flight booking directly with the airline may result in cancellation.  It is your responsibility to reconfirm your departing and/or return Flight directly with the airline, if this is required by the airline. Please ensure that you familiarise yourself with the airline’s policy on reconfirming flights.

Baggage

g)    All airlines have their own baggage allowance policies. We strongly recommend that you familiarise yourself with the airline’s policy before taking your Flight so that you do not incur unnecessary additional fees.  

Transfers and transit

h)    You are responsible for the organisation of any travel to and from airports or between airports (as required).

i)    The airport you depart from and the airport you arrive into may not be the same (and there may be additional airports you transit via). You must bear all costs associated with transporting yourself to, from and between such airports.

Children

j)    Airlines require that children over a certain age (usually over 2 years) have a return ticket. If you do not comply with this requirement, you will not be entitled to a refund from the airline of any charges you incur.

k)    Children under a certain age (usually under 2 years old) will not have their own seat on a flight unless a child fare has been booked for them.

l)    Airlines will not carry unaccompanied children that are under a certain age.

m)    Please check your airline’s policy before you book to avoid incurring unnecessary charges and to ensure that all passengers in your booking are eligible to travel.

Pregnant women

n)    Airlines have specific policies regarding flying when you are pregnant which can, for instance, mean you are denied boarding or are required to provide a medical certificate before flying.  If you or a member of your party is pregnant, please check this with the relevant airline as early as possible prior to your departure.

Airlines subject to an operating ban within the European Community

o)    In accordance with European Union regulations, we are required to bring to your attention the existence of a 'Community list', which contains details of airlines that are subject to an operating ban within the European Community. The Community list is available for inspection here.

p)    We are obliged to change your airline in the event that the airline is blacklisted under the European Union regulations. Any changes that are made to the airline operating your Flight after you have received your tickets will be notified to you as soon as possible, and in all cases at check-in or at the boarding gate.

If you miss your Flight

q)    If you fail to use your ticket, any requests for amendments or refunds will be subject to the airline’s Fare Rules.

r)    We may be able to process a refund on parts of your unused ticket (for example, departure taxes), subject to our administration fee of £40, which will be deducted from the amount to be refunded. Please note that this fee applies per ticket.

s)    The refund will be made to the card that was used at the time of booking.



Special booking requests

Accessibility issues

To help your trip go smoothly and comfortably, please notify us of any accessibility issues you or any member of your party may have in the special requests section when you submit your booking request. By notifying us of this at the time, it means we can check to make sure that the products you have chosen meet your needs.



Check-in

a)    The recommended minimum check-in time for international flights is 120 minutes prior to departure and for domestic flights, 90 minutes before departure. Flights must be used in the order set out in your itinerary - eg a failure to use the outbound flight or first stage of a journey could invalidate the rest of the ticket.  We strongly recommend (particularly if you are flying economy class), that you check in early if you have particular seat requests. We have no control over the allocation of seats, even if pre-booked with the airline, and can make no guarantee that specific seats will be available on departure.

b)    Please note that with the exception of Flight bookings with low cost airlines, your confirmation email is not your e-ticket.  Your e-ticket will be sent to you in a separate email, to the email address that you provided when you made your booking.  If you have booked with a low cost airline, your confirmation email will be your e-ticket.   

c)    In order to check-in using an e-ticket, at the airport you must go to the check-in desk of the relevant airline within the applicable timeframe (as set out in your e-ticket or on the airline’s website) and show a valid travel document (for instance, a passport or an identity card) in order to obtain your boarding pass.  

d)    In most cases, this can also be done online and where possible, we recommend that you undertake this process online so that you can ensure that you have all the relevant Flight information and documentation before arriving at the airport (for instance, your terminal, seating and meal information).

e)    Please note that for some airlines this process must be done online if you do not want to incur additional charges. Please ensure that you familiarise yourself with the airline’s check-in/e-ticket policy as early as possible prior to your departure.  

f)    Some airlines require you to reconfirm your return Flight booking at least 72 hours before travel. Failure to reconfirm your flight booking directly with the airline may result in cancellation.  It is your responsibility to reconfirm your departing and/or return Flight directly with the airline, if this is required by the airline. Please ensure that you familiarise yourself with the airline’s policy on reconfirming flights.

Baggage

g)    All airlines have their own baggage allowance policies. We strongly recommend that you familiarise yourself with the airline’s policy before taking your Flight so that you do not incur unnecessary additional fees.  
Transfers and transit

h)    You are responsible for the organisation of any travel to and from airports or between airports (as required).

i)    The airport you depart from, the airport you arrive into and the airports via which you transit may not be the same. You must bear all costs associated with transporting yourself to, from and between such airports.

Children

j)    Airlines require that children over a certain age (usually over 2 years) on departure have a return ticket. If you do not comply with this requirement, you will not be entitled to a refund from the airline of any charges you incur.

k)    Children under a certain age (usually under 2 years old) will not have their own seat on a flight unless a child fare has been booked for them.

l)    Airlines will not carry unaccompanied children that are under a certain age.

m)    Please check your airline’s policy before you book to avoid incurring unnecessary charges and to ensure that all passengers in your booking are eligible to travel.

Pregnant women

n)    Airlines have specific policies regarding flying when you are pregnant which can, for instance, mean you are denied boarding or are required to provide a medical certificate before flying.  If you or a member of your party is pregnant, please check this with the relevant airline as early as possible prior to your departure.

Airlines subject to an operating ban within the European Community

o)    In accordance with European Union regulations, we are required to bring to your attention the existence of a 'Community list', which contains details of airlines that are subject to an operating ban within the European Community. The Community list is available for inspection here.

p)    We are obliged to change your airline in the event that the airline is blacklisted under the European Union regulations. Any changes that are made to the airline operating your Flight after you have received your tickets will be notified to you as soon as possible, and in all cases at check-in or at the boarding gate.

If you don’t show up/miss your Flight

q)    If you fail to use your ticket/don’t show up for your flight, any requests for amendments or refunds will be subject to the airline’s Fare Rules.

r)    We may be able to process a refund on parts of your unused ticket (for example, departure taxes), subject to our administration fee of £40 that will be deducted from the amount to be refunded. Please note that this fee applies per ticket.

s)    The refund will be made to the card that was used at the time of booking.

 

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Special booking requests

Accessibility issues

If you or any member of your party have any disabilities, it is extremely important that we make the necessary arrangements to make your flight or holiday go smoothly. We must therefore insist that you contact us before completing any reservation to ensure compatibility for the flight or holiday that you choose.

 

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